“KLM Transforms Social Customer Service with DigitalGenius”

The DigitalGenius Platform supports over 50% of all KLM inquiries, KLM is now about to automate answers to the most common questions, with the interference of a human service agent

130,000+messages processed each month

50%+coverage of all support inquiries

95%+accuracy of responses

Founded in 1919, KLM Royal Dutch Airlines is the oldest airline in the world still operating under its original name. In 2016, the KLM Group operated worldwide flights with over 200 aircraft, generating €10 billion in revenues and employing a staff of 32,000 from its Amsterdam base.Since 2009, KLM has gained a reputation as a pioneer in the field of social media services and campaigns. KLM has over 25 million fans and followers on various social media platforms. Through these channels, KLM receives over 130,000 mentions every week, 30,000 of which are questions or remarks. These are personally answered by more than 250 service agents, who form the world’s largest dedicated social media team.

The Challenge

KLM always want to be where their customer are. By opening new customer service channels such as Facebook, Twitter and WhatsApp, KLM ran into a problem. The high adoption of these channels due to their convenience, also translated into high traffic volumes. Furthermore, KLM realised that adding more service agents would not solve this challenge. Messaging channels bring a higher level of customer expectations with passengers demanding faster answers

The Solution

DigitalGenius was implemented in KLMs Salesforce CRM supporting 5 service channels, Facebook, Messenger, Twitter, Whatsapp and Wechat and 7 languages – English, Dutch, Spanish and Portuguese with more channels and languages still to come

DigitalGenius has deployed its Autopilot and Copilot capabilities meaning for repetitive questions the technology can manage them automatically and for more complex queries the Copilot app provides recommendations to agents inside Salesforce

What the client said

By using artificial intelligence, KLM makes conversations with our customers even more timely, correct and personal. The is what characterizes KLM. With the use of AI we support our service agents with technology and should be able to answer many more questions in a shorter period of time. This is exactly what the customer needs.”

Pieter Groeneveld, Senior Vice President, Digital Air France - KLM